User Researcher

Job Description // User Researcher Location: Hybrid / Client Site (UK Public Sector), Liverpool & London

Company: Empyrean Digital

Salary: £50,000 pa

About Empyrean Digital Empyrean Digital partners with public and private sector organisations to design and deliver impactful, user-centred digital services. We combine strategy, service design, governance and delivery expertise to help clients solve complex problems and improve outcomes for citizens. We work at the heart of major transformation programmes, supporting organisations to design services that are inclusive, sustainable and aligned to Government Digital Service (GDS) standards.

The Role We are seeking an experienced User Researcher to join our team, supporting large‑scale public sector service transformation programmes. The successful candidate will lead and deliver high‑quality user research across discovery, alpha, beta and live phases, ensuring that services are grounded in real user needs. You will work within multidisciplinary teams to generate actionable insight that shapes service design, policy interpretation and delivery decisions. This role requires strong research capability, confidence working with diverse user groups and experience operating in GDS‑aligned environments.

Key Responsibilities - User Research & Insight Generation

• Plan, design and conduct qualitative and quantitative research activities.
• Select appropriate research methods (e.g. interviews, usability testing, surveys, diary studies).
• Engage with diverse user groups, including vulnerable or hard‑to‑reach populations.
• Synthesise findings into clear, actionable insights.
• Ensure research is ethical, inclusive and aligned with accessibility standards.

Supporting GDS Delivery Phases

• Lead user research activities across Discovery, Alpha, Beta and Live stages.
• Develop and maintain research plans and participant recruitment strategies.
• Ensure evidence‑based decision making throughout service design and delivery.
• Contribute to preparation for GDS service assessments.

Collaboration & Stakeholder Engagement

• Work closely with Service Designers, Business Analysts, Product Managers and Delivery Managers.
• Facilitate playback sessions and insight workshops with stakeholders.
• Build user‑centred capability within client teams.
• Advocate for user needs at programme and governance forums.

Continuous Improvement & Measurement

• Support development of service performance measures and user satisfaction metrics.
• Embed feedback loops and ongoing research into live services.
• Contribute to iterative improvement and optimisation of services.

Essential Experience

• Experience conducting user research within complex public sector or digital environments.
• Strong understanding of GDS Service Standard and user‑centred design principles.
• Experience working within agile, multidisciplinary delivery teams.
• Skilled in a range of qualitative and quantitative research methods.
• Ability to communicate complex findings clearly to senior stakeholders.
• Experience designing and conducting accessible and inclusive research.

What We Offer

• Opportunity to shape high‑impact public services.
• Exposure to major government transformation programmes.
• Collaborative and values‑driven culture.
• Professional development and leadership opportunities.

At Empyrean Digital, we are committed to designing services that genuinely improve citizens’ lives. If you are passionate about service design, systems thinking and public sector transformation, we would love to hear from you.

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